CX CONSULTING
Elevate Client Experiences to Accelerate Growth and Loyalty.
CX CONSULTING
Elevate Client Experiences to Accelerate Growth and Loyalty.
OUR SOLUTION APPROACH
A Holistic & Disciplined Approach To Creating & Evolving Customer/Client Experiences
CUSTOMER EXPERIENCE RESEARCH
User Research
Conduct primary (qualitative) research and observe clients in context. Ramp up your teams and start to think like your customers.
Personas and Customer Journey Mapping
Develop personas, understand, and prioritize all touchpoints, including opportunities, and pain points.
Voice of the Customer Strategies
Apply latest and greatest tools, AI and approaches for gathering ongoing client feedback and to analyze data.
EXPERIENCE STRATEGY & DESIGN
Omni-Channel Experience Strategy and Enablement
Apply design thinking, service design and other techniques to create an integrated, streamlined, improved customer experience strategy and solution across channels.
Experience Design and Optimization
Define experience requirements and uncover opportunities to integrate touchpoints better served through digital channels in context of workflows.
PRODUCT MANAGEMENT, MEASUREMENT, & GOVERNANCE
CX Analytics & Performance Measurement
Define key metrics and design and implement the capture and reporting mechanisms to support ongoing measurement using AI and emerging technologies.
Operating Model and Governance
Define an ongoing model that will align the organization and ensure the CX objectives and principles will ‘stick’.
PROBLEMS WE SOLVE
Partnering with you to tackle your biggest challenges.
Poor NPS
Addressing poor customer and user experiences.
Fragmented Products
Designing integrated, streamlined client user experiences and workflows across channels.
Lagging Market Share of Digital Product
Designing industry leading client portals, platforms and user experiences.
Relevant INSiGHTS
Client Experience is critical now more than ever. Here are practical strategies for shifting to a client-centric culture and aligning your organization.
By Michelle Palomera
Founder and CEO, Rich Cancro, shares how AdvisorEngine applies their guiding principles of Personal, Scientific and Beautiful to create a world-class wealth management platform for Registered Independent Advisors.
By NovusNorth
Most projects don’t achieve their goals. Here’s a framework that ensures you can exceed your business and customer goals in your digital product programs.
By Dave Cowing
OUR EXPERIENCE
Driving Key Business Outcomes for Our Clients
LARGE FINTECH FIRM
New Client Segmentation Model
Conducted research to define key client personas for growing and expanding business. Defined and implemented new client segmentation model that redefined segments, subsegments, and personas mapped to products and functions.
RESEARCH FIRM
Improved Data Analysis
Created strategy, defined requirements and redesigned core research product offering into new portal to improve overall customer experience and enable expansion into new products and services.
TOP WEALTH MANAGER
Redesigned Advisor Desktop
Led ideation, strategy, advisor and client user research, and created new innovative leading-edge design to provide a better end customer experience and to better equip the advisors with data driven insights and triggers for action.
Project Types/Ways We Can Engage
Customer Journey Mapping
User Research & Personas
Service Design
CX Requirements Gathering
Contextual Inquiry
Ethnographic Studies
Design Thinking Sessions
User Experience Design
Prototyping
AB Testing
Usability Testing
CX Analytics, Measurement, & Monitoring
CX Roadmap Definition
CX Operating Model Definition
Visual Design and Concepting
Change Management
FROM OUR CLIENTS
It has been such a pleasure to work with you and your team over the years. The recent work on our client personas and new segmentation model along with the strategy for a newly redesigned web presence positions us well for this new period of growth and shift to client-centricity.
CMO
FinTech Client
FROM OUR CLIENTS
It has been such a pleasure to work with you and your team over the years. The recent work on our client personas and new segmentation model along with the strategy for a newly redesigned web presence positions us well for this new period of growth and shift to client-centricity.
CMO
FinTech Client
Let’s Talk!
Trying to find your new north? Get in touch to find out how we can work together to achieve the business outcomes you need.
Let’s Talk!
Trying to find your new north? Get in touch to find out how we can work together to achieve the business outcomes you need.
